SUMMARY

• Solutions focused professional wif 20+ years’ experience providing rapid and client focused technical support.
• Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adapt at articulating complex technical concepts to users of varying technical understanding.
• Well versed in a variety of common operating systems, applications, and hardware. Worth a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths.

TECHNICAL SKILLS

• Thorough noledge in Windows 2000/2003/2008/2010 networking environment, Exchange, Active Directory
• Through noledge in Mac OS X Mavericks, Yosemite, El Capitan, Sierra
• Fully proficient at LAN, WAN, and Wireless building, cable installation and testing
• Experience installing and troubleshooting Microsoft Office 2010, 2013 and Office 365 Rollout.
• Configuration and Managing of Servers and Workstations
• Extensive noledge in Computer Hardware
• Extensive noledge in Symantec Backup, Connected Backup and Autonomy personal backup

PROFESSIONAL EXPERIENCE

Confidential, Lexington, MA

Desktop Support Technician

Responsibilities:

• Imaging Mac Laptops and Mac pro for Yosemite, El Capitan and Sierra OS
• Imaging and configuring IOS for iPad and iPhone
• Configuring email for Laptop, Mac pro, iPad and iPhone
• Configuring Fusion VMWare for Mac and creating windows image in VMWare,
• Configuring office 2012 and 2016 in Mac
• Configuring FileVault for encryption,
• Formatting disk via disk utility,
• Installing printers and Configuring Bluetooth devices
• Creating user as an admin, setting up FileVault users,
• Setting up WIFI and lan network,
• Configuring display settings,
• Setting up Airwatch and Pulse Secure
• Root cause trouble shooting via terminal
• Backing up user data Windows
• Imaging of Windows Laptop and desktop Computers.
• Procurement and provisioning of Mobile Devices (Blackberry, iPhone, iPad, Windows Surface pro etc).
• Certificate installations and renewals, CAC Cards \ higher level autantication technologies
• Experience using SCCM (Window) Self Service (Mac) to deploy and install new software.
• Exchange and Active Directory.
• Experience installing and troubleshooting Microsoft Office 2010, 2013 and Office 365 Rollout.
• Supported and troubleshot Microsoft Exchange issues on mobile devices including iPhones, iPads, Blackberry’s.)
• Ironkey Secure Flash drive request fulfillment.
• Create New Email Account.
• Support for “Connected Backup” and Autonomy personal backup.
• Security Scanning of USBs and external drives via kiosk or by technician
• LLFS file Server support “permission requests, etc”.
• VPN support \ RSA secure ID token assistance.
• Encryption of laptops, troubleshooting and resolution of ISD - supporting encryption products (SecureDoc, Bit Locker, etc.)
• All ISD and SSD mandated security clients (Bit9, Bradford, Encase, IEM\Bigfix, HIP, McAfee).
• Use FootPrints Service as Problem Management Tool.

Confidential

Desktop Support Technician

Responsibilities:

• Imaging Mac Laptops and Mac pro for Yosemite, El Capitan and Sierra OS
• Imaging and configuring IOS for iPad and iPhone
• Configuring email for Laptop, Mac pro, iPad and iPhone
• Configuring Fusion VMWare for Mac and creating windows image in VMWare,
• Configuring office 2012 and 2016 in Mac
• Configuring FileVault for encryption,
• Formatting disk via disk utility,
• Installing printers and Configuring Bluetooth devices
• Creating user as an admin, setting up FileVault users,
• Setting up WIFI and lan network,
• Configuring display settings,
• Setting up Airwatch
• Root cause trouble shooting via terminal
• Backing up user data Windows
• Imaging of Windows Laptop and desktop Computers.
• Procurement and provisioning of Mobile Devices (Blackberry, iPhone, iPad, Windows Surface pro etc).
• Certificate installations and renewals, CAC Cards \ higher level autantication technologies
• Experience using SCCM (Window) Self Service (Mac) to deploy and install new software.
• Exchange and Active Directory.
• Experience installing and troubleshooting Microsoft Office 2010, 2013 and Office 365 Rollout.
• Supported and troubleshot Microsoft Exchange issues on mobile devices including iPhones, iPads, Blackberry’s.)
• Ironkey Secure Flash drive request fulfillment.
• Create New Email Account.
• Support for “Connected Backup” and Autonomy personal backup.
• Security Scanning of USBs and external drives via kiosk or by technician
• LLFS file Server support “permission requests, etc”.
• VPN support \ RSA secure ID token assistance.
• Encryption of laptops, troubleshooting and resolution of ISD-supporting encryption products (SecureDoc, Bit Locker, etc.)
• All ISD and SSD mandated security clients (Bit9, Bradford, Encase, IEM\Bigfix, HIP, McAfee).
• Use FootPrints Service as Problem Management Tool.

Confidential, Billerica, MA

Kaye Labwatch Application/Field Service Engineer

Responsibilities:

• Turnkey validated GE Kaye Labwatch environmental monitoring systems. Configure and/or install server 2008 and server 2012 computer systems wif hardware and software for teh GE Kaye LabWatch environmental monitoring systems of varying flavors (ex., hardwired, wireless, hardwired and wireless combo systems; terminal services; failover; store & forward, etc.).
• Develop, review, and/or execute LabWatch FAT, IQ, OQ and PQ validation protocols.Calculate data, prepares layouts, detailed specifications and parts lists.
• Provide 24/7 support to customers to help and troubleshoot, system configuration, network issue, software, and hardware, to resolve customer’s iFIX LabWatch systems through phone, online wif WebEx, or on-site visits.
• Complete involve from pre-sale to post-installation/qualification customer support.
• Configure and/or install server 2008 and server 2012 computer systems wif hardware and software for teh GE Kaye LabWatch environmental monitoring systems of varying flavors (ex., hardwired, wireless, hardwired and wireless combo systems; terminal services; failover; store & forward, etc.).
• Develop, review, and/or execute LabWatch FAT, IQ, OQ and PQ validation protocols.Calculate data, prepares layouts, detailed specifications and parts lists.
• Provide 24/7 support to customers to help and troubleshoot, system configuration, network issue, software, and hardware, to resolve customer’s iFIX LabWatch systems through phone, online wif WebEx, or on-site visits.
• Complete involve from pre-sale to post-installation/qualification customer support.

Confidential, Somersworth, NH

Engineering Tech 1

Responsibilities:

• Supervise and participate in complete work reviewed for technical adequacy and satisfaction of requirements.
• Performs non-routine and complex analysis of electronic meters.
• Reviews and analyzes a variety of engineering data to determine requirements to meet engineering objectives.=
• Calculate data, prepares layouts, detailed specifications and parts lists.
• Thorough working noledge of complex troubles shooting equipment.
• Proven track record in teh area of high tech computer and telecommunications equipment.
• Skilled at resolving complex technical problems. Thorough noledge of I210 and Kv’s meters. Mutt mode, Match point one, Calibration, Match point two and pack check.
• A team player that is resourceful, self motivated, detail orientated, and maintains a positive attitude.

Confidential, Billerica, MA

Desktop Support

Responsibilities:

• Provide technical support for 680+ users and ensure proper maintenance of workstations, printers and peripherals.
• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
• Deploy new workstations and printers, installing operating systems, applications, drivers, configuring network properties and hardware.
• VPN configuration and Administration
• Clarify web base Ticketing system
• Incremental and full Backup’s ( VERITAS Backup Exec )
• Installation and maintenance of NEC/Avaya Phone System
• Maintaining Black Berry
• Installing, Maintaining & Troubleshooting hardware and software problems
• VPN configuration and Administration
• Manage User Groups and Users ( Active Directory )
• Administrating Microsoft XP Professional
• Maintaining Security updates for Windows XP, MS Server 2003 & Exchange Server 2003
• Incremental and full Backup’s ( Veritas Backup Exec )
• Installation and maintenance of NEC Phone System
• Maintaining HP Printers (HP Laser Jet 4345 MFP & 4000 TN)
• Maintaining (Black Berry, Treo etc.)

Confidential, Andover, MA

Mortgage Consultant

Responsibilities:

• Generating mortgage leads and referrals through strong sales skills.
• Building relationships wif realtors, builders, insurance companies, referrals.
• Learning and noing loan programs and keeping up wif all of teh changes and guidelines.
• Developing excellent working relationship wif appraisers, processors, lenders/underwriters, attorneys etc.
• Provided extensive customer support.
• Developed new clients through referrals and Cold Calling.

Confidential, Lawrence, MA

Desktop Support

Responsibilities:

• Networking configuration and Administration
• Installing, Maintaining & Troubleshooting hardware and software problems
• Administrating Win NT 4.0, Windows 98, And Windows2000